Responsible for shaping, coordinating and delivering multiple projects focused on the delivery of systems, process, behavioral and/or technology change. Enabling the delivery of a portfolio of initiatives to a high quality, within budget and on time. Working with both Agile and Waterfall Methodologies.Key Achievements • Led delivery of automated personalised marketing programme using propensity models, Salesforce Marketing Cloud journey builds and persona-based communications. Providing clients with timely, personalised communications• Led delivery of revised Client Pricing strategy driving significant increases in operating profit. Included leading a team of Salesforce developers to support delivery of the revised pricing and drive iterative development of the user interface• Developed solution to offer ‘in product’ fees, enhancing the client proposition. Identified opportunity to remove process inefficiencies, utilising integration between Salesforce UI and Workday Financial to automate the reconciliation of client fees. Collaborating across multiple functions to create fit for purpose solution, driving efficiencies to Client Office and operational processes.• Led delivery of a programme of change within internal and external comms team. Including external website, intranet site, introduction of Podcasts, corporate messaging, and review of AI opportunity • Developed portfolio level view of change across the business. Worked with key stakeholders to track progress against timelines and committed benefits• PMO for major transformation delivering a full re-design of the end to end client journey and reducing the effort required to deliver advice by 50%.• Sourced and delivered a collaboration tool to support Agile ceremonies and enhance teamwork across delivery teams• Delivered overview of business wide property finances, introducing effective controls, tracking and cost saving measures

Working within the SLT to develop the strategic direction for change and business improvement across the Claims directorate. Leading a team of 8 consultants delivering business improvements across Motor, Home, Pet and Travel Claims. Responsible for the delivery of new customer propositions, technology development and process improvements Achievements• Key interface for change proposals in Claims Operations across all internal functions• Collaborated with the Propositions’ teams to support development of existing and new products and associated brand strategy. Delivered strategic plans and business objectives on time and within budget• Project delivery within Claims Operations for the launch of a new brand (Darwin) into the motor market. Delivering Claims system changes, processes development and revised operating model• Developed and implemented a fit for purpose customer portal solution for the exchange of documents and videos with customers and other organisations. Led to improvements in efficiency, customer journey and data security• Delivered key major motor manufacturer proposition into Claims Operations. Working collaboratively across functions to develop a claims solution to support a unique product• Oversaw process and document changes across Claims to ensure compliance with GDPR. Collaborated with stakeholders from across the business to identify and implement solutions to mitigate risks and ensure future compliance• Facilitated the introduction of automation into the claims processes for Pet Claims

Managed business change and process improvements across Motor Claims. Identifying and implementing solutions to deliver continuous improvements in efficiency, indemnity controls and high levels of customer satisfactionKey Achievements• Key interface in all change proposals for the Motor Claims directorate across all internal functions. Defining and implementing an effective approach to prioritising and planning the implementation of improvements• Supported the development of the Motor product and brand strategy, engaging with stakeholders up to Executive level to ensure delivery of strategic plans and business objectives on time and within budget• Led the delivery into Motor Claims Operations of a portal to enable the transaction of subrogated claims from insurer to insurer. Worked with the supplier to develop a solution to automate liability matching. Led a team of SME’s to deliver business readiness, developing supporting processes, documentation, training and MI• Key role in re-boot of the Direct Line brand, marketing campaign. Collaborated with the Marketing team and internal stakeholders on the development of 2 key propositions. Successfully implemented both the 7-day repair and GHC propositions into the Motor Claims operational function. Resulted in c.500k increase in Motor Customers• Led work on risk management within the senior leadership team, embedded 3LOD model and evidenced adherence to risk and compliance• Project lead for Motor Claims operations, working with Customer Insight to deliver a fit for purpose solution for real time customer feedback. This initiative introduced customer feedback from individual level up to product level, that was immediately available and visible through an on-line portal• Implemented a solution to automate the categorisation and prioritisation of inbound emails within the existing claim system alongside an integrated MI suite. Delivered improvements in speed, operational efficiency and reporting accuracy

Accountable for teams of c110 FTE, including Claims Advisors, Team Leaders and Service Drivers. Responsible for the performance of the National Motor Claims Response operation. Managed all HR related issues including disciplinary, grievance and post-employment complaints. Ensured team met all compliance and regulatory requirementsKey Achievements• Tracked and analysed departmental performance to achieve SLA’s, KPI’s and Quality Measures• Undertook a performance review of the national Motor Claims Response operation. Implemented a revised approach to resource management, driving a collaborative approach with Resource Planning, resulting in significant improvements to telephony performance and efficiency savings. Delivered a c40% reduction in the proportion of abandoned calls and consistent achievement of contracted SLA’s• Improved Staff Survey results with Motor Claims Response exceeding Motor scores in every category, including engagement by 9%• Led the implementation of updated telephony and mainframe platforms across two sites

Managed a team of 4 Customer Operation Managers overseeing c.350 staff within a 24/7 contact centre. Accountable for cost and expenditure targets, setting and achieving key objectives and people metric accountabilitiesKey Achievements• Developed a high-performance culture within the Rescue Operation through motivation, support and performance management• Led the Rescue operation to ensure delivery of high levels of customer satisfaction. Optimised performance through operational efficiency and the effective management and deployment of resources• Consistently delivered both service level performance and abandonment rate• Embedded risk management culture within Rescue operation• Identified and delivered £300k operational expenditure saving annually through revision to European process and revised recruitment strategy• Staff survey results on average 18% higher than overall directorate results

Led up to 120fte across Motor Claims and Roadside Rescue. Led a variety of functions including Motor Incident Management, Liability and Recoveries, Customer Relations and Roadside Rescue. Responsible for telephony performance, effective file management, indemnity cost controls and operational expenditure. Ensuring a quality service to our customers. Achievements• Tracked and analysed team and departmental performance to ensure consistent achievement of SLA’s, KPI’s and Quality Measures• Responsible for the development and delivery of complaint handling processes and procedures.Statistical analysis of customer complaints to Identify opportunities to improve customer journey• Led work on resource planning, forecasting, capacity planning and cost centre performance• Development and maintenance of relationships with Key clients